If you make customers unhappy in the physical world, they might each tell 6 friends. If you make cu

[dolari]

QFC at Kamber Road and 140th: Chinese lady behind the deli counter. I came in to buy an 8 piece chicken to use as my lunches for a week at AwesomeJob. Lady in front of me ordered the same. Chinese lady served her, closed the heatlamp door, then asked me what I wanted. I said I wanted the 8 piece chicken. For the next couple of minutes, all she did was tell me how I inconvenienced her opening the door twice, and how much easier life would have been had I ordered at the same time as the lady in front of me. This only stopped when I specifically said: "I'm sorry to have inconvenienced you, I will go somewhere else where I won't bother you." She stopped right then and did everything she could to be nice and happy and put get me out of her life.

Chevron at 140th and 16th: While pumping gas, I noticed the pump nozzle latch was stuck. I only intended to put $6 of gas in, instead I put in $10 because I couldn't release the latch. I went to tell the attendant - I didn't want my money back, I wanted to tell him that the latch was loose and broken. Instead I get a lecture about "Self Serve is a risk the consumer takes, because you're pumping the gas, not me." I didn't want a lecture, I didn't want my money back, I wanted to tell him the pump latch was loose.

I don't line being in customer service. In fact, I hate it. But I never EVER take it out on my callers. EVER. If I can grin and bear it when a shitty customer comes through, you can grin and bear it when a reasonable one comes through.

Or you lose that customer.

Which they both did.

Comments

[laura-seabrook.livejournal.com]

A speaker at NOWSA today talked about running a comedy room. The "bad service" in this was abusive and unfunny stand-up comics. While they weren't censored as such, they seldom got re-booked because the clients (the audience) in general won't come back if that's what they think the place is like. And if ever someone didn't like a show, they should contact the host and tell them, because most hosts don't like losing money.

Customer feedback on why one isn't going to come again is really important. Sometimes I've done exactly that when it's been obvious I was being discriminated against as a trans customer.

The guy on the phone ain't Bill Gates

[bmowder.livejournal.com]

Ms. Dolari-

I have been help-desk staff, and it haas really changed my outlook on tech-support calls.
I have found that humor and patience are ALWAYS worthwhile, and since I have instituted a policy of treating humans a humans instead of appliances, I am not EVER left with a bad experience.

This is because I have been reamed by enough customers that I can truly relate to the poor sod on the other end of the phone. Your comments on the other side of the coin lead me to hope that an attitude of respect for each other has a chance of spreading.